Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG)

Does the Practice have a PPG? YES / NO YES

Method of engagement with PPG: Face to face, Email, Other (please specify) E-MAIL

Number of members of PPG: 104

Detail the gender mix of practice population and PPG: Detail of age mix of practice population and PPG

%

Male

Female

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

>75

Practice

49%

51%

Practice

20%

10%

12%

13%

15%

12%

10%

8%

PRG

39%

61%

PRG

0

2%

8%

12%

25%

23%

20%

9%

Detail the ethnic background of your practice population & PRG

White

Mixed/multiple ethnic groups

British

Irish

Gypsy or Irish traveller

Other White

White& black Caribbean

White & black African

White& Asian

Other mixed

Practice

83%

0%

0%

0.4%

0%

0%

0%

0%

PRG

94%

1%

Asian/Asian British

Black/AfricanCaribean/BlackBritish

Other

Indian

Pakistani

Bangladeshi

Chinese

Other Asian

African

Caribbean

Other Black

Arab

Any Other

Practice

1.5%

8.4%

0%

0%

0%

0.7%

0%

0%

0%

0.4%

PPG

1%

3%

1%

:

Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic

background and other members of the practice population:

Both the existence and the open nature of membership of the PPG is advertised in every second edition of our quarterly newsletter.

Additionally we have details on our web site.

We have run 3 one-day blitz’s on prescription collections with a simple slip paper slip giving details about joining the PPG group. We have targeted these using receptionists patient knowledge to ethnic groups.

An invite note is now enclosed in each “New Patient Welcome pack”.

There is a permanent poster in the waiting areas

Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? NO

e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?

If you have answered yes, please outline measures taken to include those specific groups and whether those measures were

successful:

2. Review of patient feedback

Outline the sources of feedback that were reviewed during the year:

The surgery has two patient suggestion boxes in the waiting areas.

The practice produces a newsletter at least four times per year and this includes a request to the reader to give any feedback and/or suggestions.

The practice has a website with a “contact” shortcut on the opening page directing the viewer to send the practice comments or suggestions.

The surgery has a Patient Reference Group (104 members) who are in regular two way contact.

The surgery has conducted one general survey to patients in the year asking for open feedback on any/all of our services (October 2014).

The surgery has conducted three rounds of FFT surveying.

The surgery records all written complaints and reviews these both on an ad-hoc basis throughout the year and a full reflective review at the end of the year.

The surgery has conducted three rounds of FFT surveying.

The surgery records all verbal complaints and reviews these both on an ad-hoc basis throughout the year and a full reflective review at the end of the year

The surgery has a high penetration of Case Managed patients. Initial plan creation, compiled by administration staff following a “script” with the patient includes questions on seeking feedback and comment

The surgery area of NHS Choices is actively promoted by all clinicians, reception and admin. The surgery has the highest rate of patient feedback in Rotherham.

How frequently were these reviewed with the PRG? .

Reviews of feedback were sought – and responded to on 11 occasions during the year

3. Action plan priority areas and implementation

Priority Area 1

Description of priority area:

Patients missing appointments – DNA’s has been tackled and scrutinised in the past but with many patients still commenting about the number of appointments missed by others

Variations in numbers of DNA’s has concerned the Patient Reference Group leading to a perception that there is scope to introduce further measures.

What actions were taken to address the priority?

Publicity

Text reminders. Have proved popular with patients (over 20% now registered for the service). We will now include an application form for text reminder with every new patient welcome pack.

Text reminder. Investigate if we can adapt the text reminder to give an advanced reminder (in addition to day before).

Our existing quarterly newsletter to include a section bringing further publicity to current the level of DNA’s and its impact.

Publicity on our website opening page. Including trends and impact.

Revise the existing DNA advice letter.

Develop staff training in the use of recently introduced “integrated word” in SystmOne to bring more personalisation to the DNA letter.

Change the review system of “regular non-attenders”. Change from monthly review at clinical meeting to weekly review by 2 persons – doctor/administrator.

Regular non-attenders (defined as missed 3 out of 6 appointments) contacted by telephone. Recognised as time consuming and possibly unsettling. But will be used on a pilot basis to assess impact/workload.

Result of actions and impact on patients and carers (including how publicised):

Efforts made by the practice recognised by Patient Reference Group (through developing the plan).

Efforts by the practice recognised by the wider patient population through posters and newsletter.

Priority Area 2

Description of priority area:

Patient Recall letters – medication reviews – medical condition reviews. Making a smoother, clear and reduction in the need for patient appointments for medication reviews. At present 6500 reviews per year with some patient’s called for up to 4 reviews each per year.

What actions were taken to address the priority?

Full practice meeting to discuss and formulate an Action Plan. 37 staff and doctors present.

The practice meeting spent 3+ hours producing the plan.

Clear administrative process produced.

Month 1. Reviews due that month. Letters generated and sent with necessary blood test form. Patient asked to make appointment.

Month 2. Extraction of non responders. Reminder letters sent.

Month 3. Extraction of those still not responding. Outbound calls made from reception.

Month 4. Extraction of those still not responding reviewed by doctors on case by case basis.

Newly designed matrix by (produced by doctors) used by receptionist to book appropriate appointment and follow-up appointment (if needed). Includes timing and appointment length.

Result of actions and impact on patients and carers (including how publicised):

Assessment of all suggestions from the Patient Participation Group and the surgery concluded that the most effective way to improve telephone access was an additional telephone line.

The cost of a line was approved by the practice and installed in late 2014. This is seen by the Practice as a valuable “investment” in improved services to patients. A good illustration of listening to & acting upon patient and patient Reference Group feedbck

Progress on previous years

If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

Will require senior admin time for creation and fine tuning. Consideration and approval by Partners. Consideration and approval by patient participation group

To be reviewed annually or in light of any surgery changes which may happen

Reviewed. March 2012 & Dec 2013

Raise awareness of Practice Protocol

Issue to all newly registered patients, a guide to the Protocol

Issue to all new patients as part of new registration procedure. March 2012

Procedure in place May 2012

Easily implemented and issued at time of registration

Reviewed annually

Reviewed April 2013. Suitable & robust

Publicity in practice booklet

Booklet contains information about missed appointments. This should have more prominence and be more specific. Re-wording of the text and consideration towards re-siting.

Can be incorporated into next print run of the booklet which will probably be Autumn 2012.

Will require senior admin time for creation and fine tuning. Will need resources of the publisher and printer to consider design and form. Requires consideration and approval by partnership.

Reviewed at each print run of the booklet in common with all other articles.

Has not yet been possible - technical difficulties. Re-review May 2014.

Appointment text reminders

Not possible with present clinical system

Our understanding is that modern clinical systems may have this facility available. When the surgery has a suitable system, we will take positive steps to assess usability and our own resource implications

How has the practice made efforts to engage with seldom heard groups in the practice population?

The practice has almost 250 e-mail subscribers to the newsletter, the practice has 104 members of its PPG. The practice has evidence that a number of patients use their company e-mail, indicating a good take up of “working persons”. The practice delivers the newsletter to patients on Case Management when the case creation home visit is made. The practice has specifically targeted ethnic minority groups when they have collected prescriptions. The practice has an invite to the PPG and a General Feedback form in all “new patient welcome packs”. The practice has completed a number of blitzes to recruit carers (who are frequent visitors to the practice and known to reception staff) for sign up to the PPG and for completion of our general feedback form.

Has the practice received patient and carer feedback from a variety of sources? Yes

Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes

How has the service offered to patients and carers improved as a result of the implementation of the action plan?

Improvements are clearly demonstrated in the Action Plan for this year’s Patient Participation, 2011-12 Patient Participation, 2012-13 Patient Participation, 2013-14 Patient Participation as shown in the foregoing in this document.

Do you have any other comments about the PPG or practice in relation to this area of work?

The practice PPG has been a successful project over the 4 years of its existence, we have been fortunate in gaining the input of over 100 interested patients and patient views in the 1000’s. We have successfully encouraged strong and balanced feedback through the PPG and the use of NHS Choices (of which this practice has the highest uptake in Rotherham). Our uptake of subscribers to the quarterly newsletter is further evidence of an actively curious population contributing to the smooth running of this surgery.